Details
Posted: 12-Jan-22
Location: Chicago, Illinois
Type: Full Time
Categories:
Information Technology (IT)
Operations
Winston & Strawn is committed to the safety and well-being of our attorneys and staff and currently has a COVID vaccination policy for all of our positions at the firm.
*The hours for this role are 7:00 am - 3:00 pm.*
SUMMARY:
Provide technical support and service with a high degree of customer service, technical expertise, and primary understanding of the law firm environment and associated applications. Ensure customer satisfaction with services rendered.
DUTIES AND RESPONSIBILITIES:
Primary
- Provide high quality telephone customer support for all Information Services requests.Must demonstrate exceptional customer service and the ability to multi-task.
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, Microsoft Teams, or in person.
- Investigate, troubleshoot, and resolve computer software issues including, but not limited to, Microsoft O365 (Outlook, Word, Excel, Powerpoint), Intune, iManage, Relativity, Workshare Compare, Adobe Acrobat, internet access, remote connectivity issues, printing, mobile devices, WebEx, internal applications, and cloud-based applications.
- Identify customers who are experiencing issues through our Desktop Monitoring Tool (Aternity) and take ownership to proactively contact customer and begin troubleshooting.
- Identify machines that potentially experience issues with our Desktop Monitoring Tools and proactively contact customers.
- When appropriate, work with the customer with one of our multiple remote access programs to see the problem, analyze, and diagnose the cause, and advise the customer of a solution.
- Follow-up and update customer status and information in a timely manner.
- Effectively communicate solutions to both technical and nontechnical individuals.
- Pass on any feedback or suggestion by customers to the appropriate internal team.
- Be able to sustain the service goal of 85% technical resolution on first contact (FCR).
- Utilize excellent customer service skills and exceed customers’ expectations.
- Participate in all team training and knowledge sharing.
- Provide/recommend software specific solutions for problems or requests.
- Isolate recurring technical or training issues in order to proactively address customer problems. Communicate with team of these issues.
- Open, review, resolve and close group-assigned support tickets in a timely manner.Track all requests for service and support in the incident tracking software. Update technical and training documentation as required.
- Assist with project assignments and provide backup support to Technicians as required.
- Provide support and training assistance as needed for new product rollouts.
- Ensure customer satisfaction by reviewing and performing follow-up (email or telephone) on open/closed tickets.
- Flexible to work alternate shifts and/or after hours as required.
- Contribute information and maintain team documentation and knowledge bases.
- Identify and suggest possible improvements on procedures.
- Walk customers through problem-solving process.
Secondary
- Provide assistance as required for Information Services projects and rollouts.
- Assist technicians with projects and assignments as required including desktop deployments, mobile devices, and troubleshooting reoccurring issues.
- Perform other duties as assigned.
REQUIREMENTS:
- High School Diploma or GED equivalent required, College Degree preferred.
- Minimum of 3 years work experience in an Information Technology environment required.
- Law firm experience strongly preferred.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Attention to detail, self-motivated, and a team player.
- Exceptional customer service and interpersonal skills.
- Strong technical aptitude of Microsoft products and services.Thorough understanding of hardware and software configurations.Solid knowledge of computer and networking components.
- Experience in Microsoft and Mac OS.
- Experience in Android and iOS mobile.
- Ability to work independently as well as collaboratively in a team environment.
- Ability to multitask.
- Ability to lift computer equipment or other bulky items up to 35 lbs.
- Ability to work unsupervised and to prioritize work.
- Must maintain regular and acceptable attendance at such levels as it is determined by the Firm's HR policy.
- Must be available and willing to work overtime, which may include evenings, weekends and holidays as the Firm determines is necessary or desirable to meet its business needs.
- IT certifications preferred.
We value diversity in the workplace. EOE/Minorities/Females/Vets/Disabled (EOE=Equal Opportunity Employer)
REQUIREMENTS:
- High School Diploma or GED equivalent required, College Degree preferred.
- Minimum of 3 years work experience in an Information Technology environment required.
- Law firm experience strongly preferred.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Attention to detail, self-motivated, and a team player.
- Exceptional customer service and interpersonal skills.
- Strong technical aptitude of Microsoft products and services.Thorough understanding of hardware and software configurations.Solid knowledge of computer and networking components.
- Experience in Microsoft and Mac OS.
- Experience in Android and iOS mobile.
- Ability to work independently as well as collaboratively in a team environment.
- Ability to multitask.
- Ability to lift computer equipment or other bulky items up to 35 lbs.
- Ability to work unsupervised and to prioritize work.
- Must maintain regular and acceptable attendance at such levels as it is determined by the Firm's HR policy.
- Must be available and willing to work overtime, which may include evenings, weekends and holidays as the Firm determines is necessary or desirable to meet its business needs.
- IT certifications preferred.
